Attached email to PDF doesn't open

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E.Berglund
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Attached email to PDF doesn't open

Post by E.Berglund » Mon Jan 14, 2013 10:17 am

Hi,
the company I work for resently installed PDF-XChange Viewer Pro 5.0.264 for everyone (in September 2012). One important feature for us is the possibility to attach documents with the "needle".
We have one problem though, when we attach an email from Outlook ".msg" that, in turn, has an attachment and that attachment happens to be a PDF-document, then only the PDF opens.
If there are more than one document in the email, only one PDF opens. This means a lot of information can't be viewed.

How can we fix this?
We want the email to open as it is and to be able to see the original message with all attachments as they are in the email. (This works fine if the email contains anything else like pictures or word-documents. Only the PDF messes everything up.)
Thanks
E. Berglund
Last edited by E.Berglund on Wed Mar 06, 2013 1:50 pm, edited 1 time in total.

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Tracker Supp-Stefan
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Re: Attached email to PDF doesn't open

Post by Tracker Supp-Stefan » Mon Jan 14, 2013 12:32 pm

Hello E. Berglund,

And welcome to our forums.
I would first recommend you to download and try the latest build of our products 5.0.266 and if the problem still persist then please make a few screenshots illustrating the problem, archive them and attach them to this topic so that we can get a better understanding of the problem.

Best,
Stefan

E.Berglund
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Re: Attached email to PDF doesn't open

Post by E.Berglund » Mon Jan 14, 2013 1:04 pm

Hi again,
I used search for updates and installed what was found. I got 2.5.207 is that OK?
Here are three pictures.
1. The email I want to attach and how I want it to open.
2. The main document where the email is attached.
3. What it looks like when I try to open the email in the main document. The name says that it is "Email with PDF", but infact, that is the "exempel.pdf" that was in the email.

If there isn't a PDF in the email it opens perfectly.
Sincerely
E.Berglund
Attachments
Problem.pdf
(108.36 KiB) Downloaded 191 times

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Re: Attached email to PDF doesn't open

Post by Tracker Supp-Stefan » Mon Jan 14, 2013 2:29 pm

Thanks E.Berglund,

Yes build 2.5.207 is the latest for our Viewer.
Could you please let us know how are you saving the e-mail from step one and attaching it to step 2? Are you using Outlook for storing this as an .eml / .msg attachment and then adding it with the Viewer's Add attachment option or any other way?

Best,
Stefan

E.Berglund
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Re: Attached email to PDF doesn't open

Post by E.Berglund » Tue Jan 15, 2013 7:48 am

Hi,

I drag the email from Outlook and onto the desktop where I drop it.

I then go to PDF-XChange Viewer and click on the "needle". When I place the needle somewhere on my document, a new window opens. From there I find what I want to attach.

Best,
E.Berglund
Attachments
Attach.pdf
Screenshots
(284.29 KiB) Downloaded 187 times

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Re: Attached email to PDF doesn't open

Post by Tracker Supp-Stefan » Tue Jan 15, 2013 2:44 pm

Hello E.Berglund,

Thanks. I managed to reproduce this, and have created a ticket in our internal system for this problem:
#1736: Viewer 2.5.207: Incorrect handlign of .msg file attachments containgin pdfs inside.
So that we could fix this in a timely manner.

We will post back here as soon as we have any further news on this case.

Best,
Stefan

E.Berglund
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Re: Attached email to PDF doesn't open

Post by E.Berglund » Sat Jan 19, 2013 7:42 am

Thanks Stefan!

Best,
E.Berglund

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Re: Attached email to PDF doesn't open

Post by Paul - Tracker Supp » Mon Jan 21, 2013 12:05 am

:)
_________________
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards

Paul O'Rorke
Tracker Support North America
http://www.tracker-software.com

E.Berglund
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Re: Attached email to PDF doesn't open

Post by E.Berglund » Tue Feb 26, 2013 10:55 am

Hi,
any progress?

Best,
E.Berglund

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Re: Attached email to PDF doesn't open

Post by Tracker Supp-Stefan » Tue Feb 26, 2013 1:03 pm

Hello E.Berglund,

There's something wrong with my connection to our ticketing system and I can't check the status of your problem at this moment, but as soon as the connection is restored I will see if there's been any progress on this case.

Best,
Stefan

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Re: Attached email to PDF doesn't open

Post by E.Berglund » Mon Mar 25, 2013 8:12 am

Hi Stefan,

any news?

Best
E.Berglund

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Re: Attached email to PDF doesn't open

Post by Tracker Supp-Stefan » Mon Mar 25, 2013 5:19 pm

Hello E.Berglund,

Apologies for the delay in responding!
This problem has not been resolved yet, but the issue is still outstanding in our system, so it will get fixed eventually. When that happens we will let you know here in this topic.

Best,
Stefan

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Re: Attached email to PDF doesn't open

Post by E.Berglund » Mon Jun 03, 2013 7:30 am

Hi there,

it's been a while so I thought I'd remind you before you all run off on holidays. ;-)
No news?

Best regards
E.Berglund

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Re: Attached email to PDF doesn't open

Post by Tracker Supp-Stefan » Mon Jun 03, 2013 12:28 pm

Hi E.Berglund,

Thanks for the reminder!
I will ask my colleagues for an update, and no worries - we are not yet starting our holidays, and even in August the offices would not be left "unmanned" :)

Best,
Stefan

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Re: Attached email to PDF doesn't open

Post by E.Berglund » Tue Jan 14, 2014 10:50 am

One year anniversary of this topic - any news?

Happy New Year,
E.Berglund

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Re: Attached email to PDF doesn't open

Post by Tracker Supp-Stefan » Tue Jan 14, 2014 12:30 pm

Hi E.Berglund,

Looking at ticket #1736 - it is marked as resolved in build 211 of the Viewer. We are currently at 214.1 so can you please try to download and install this latest one and confirm it's been resolved for you?
http://tracker-software.com/product/downloads

Regards,
Stefan

E.Berglund
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Re: Attached email to PDF doesn't open

Post by E.Berglund » Wed Jan 15, 2014 7:49 am

Great! It works!

You can't imagine how happy my co-workers are now! :mrgreen:

Thank you!!!
E.Berglund

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Re: Attached email to PDF doesn't open

Post by Tracker Supp-Stefan » Wed Jan 15, 2014 1:56 pm

:D

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